Group Leader

City: Hyderabad

State/Province: Telangana

Posting Start Date: 4/20/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

As a Senior FLM or Group Lead or Tenured FLM, you are responsible for leading a team of production agents in assigned queue/ process. You are responsible for meeting the assigned productivity and quality targets for the team, you also mentor and troubleshoot team issues as first level of escalation.

A tenured FLM role would be, when one is a First Line Manager however with a larger span. E.g., in a typical front office business, a Team Leader (B1 band) is a FLM role, whereas Group Leader (B2 band) is a Tenured FLM role.

In voice business, the median ratio (1 FLM: number of Production Specialist) is 12-13

In non-voice business, the median ratio (1 FLM: number of Production Specialist) is 8-10 or 10-12

PRINCIPAL RESPONSIBLITIES:

- Responsible for managing the performance for the team of Production Specialist

- Responsible for responding back to the client and internal stakeholders in an efficient and professional manner

- Handles and resolves customer complaints- identify and escalate priority issues

- Build a strong personal customer rapport and establish engagement to drive positive customer experience

- Ensures compliance with all company and departmental policies, procedures, and guidelines

- Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization

- Data Analysis - Analysing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

- Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition

- Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.

CRITICAL SKILLS REQUIRED:

- At least 18 months of experience as FLM or TL

- Experience working in a QA as Service business unit in BPS

- Excellent Communication Skills (Verbal & Written)

- Strong interpersonal & influence management skills and decision-making skills

- Ability to work & communicate with people across organizational units and locations. Strong Team building skills

- Ability to think strategically & translate strategy into measurable action plans

- Strong analytical skills with an ability to solve a problem with a win-win negotiation approach

- Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback

- Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring

• Stakeholder Interaction & Management
  
  
  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues

• Effective Team Management
• Resourcing
  
  
  • Hire adequate and right resources for the team
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
• Performance Management
  
  
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
  
  
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team